Winshark Casino - Player's account has been closed with no clear reason.

pened an account in April 2024 with Winshatk casino. 

The account was not used since July 2024 until 25 January 2025 at which time my deposits were declined most likely as I have preventers on my personal bank accounts.

More or less my account was not used even if we consider January 2025 as an attempt for a full period of 12 months.

I relapsed and I was able to deposit back to back deposits total approx €3000.

As a gambler does I was desperate and reached out to live chat on the Monday 23 February enquiring about my cash back that was due on a Monday.

I received a reply stating contact my vip manager as I was not due cash back as I had "duplicate account". I am positive that when I looked online for online casinos and found Winshark I tried my creditionals and I was in.

Not only did my Bank preventer not work I was able to make back to back deposits. This worked as the Casino are aware if the merchant mentions casino when authorising payments they know banks will decline so all deposits were through "Pellopay Finance 

In addition I read the full T&Cs for the licence which this Casino operates under Curaco Gaming Authority refer to further information on this below as I outline background to my complaint and prove how work this casino operates and fail to refund my deposits 

The only duplicate account I think they are referring to is sister casino which is also covered on the same licence and the T&Cs clearly state self exclusion is on all casinos operating on that licence. I received an email from Hugo casino in December 2025 stating my self exclusion period ended to which I replied please close I have gambling issues 

In addition the T&C 5.2 state an account is considered inactive if not used in 12 months my last deposit was July 2024 and other attempt January 2025 still a full 12 months.

I also would refer to T&C 7.4 if player closes his account due to "problems with gambling"

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Dear Yerwoman26, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I have reviewed the casino's responsible gaming policy, and this is what I have found: 

Self-Exclusion by Request

If you feel the need to take a more decisive approach to managing your gambling activities, you have the option to deactivate your account for an indefinite period. To accomplish this, send an email with your request to support@winshark.com. When you join the casino's self-exclusion list, you won't be able to log in, add money to your account, withdraw funds, or play games.

Unfortunately, it is not stated that all accounts held at other casinos operated by the same company will be automatically blocked or self-excluded. Please understand that self-excluding from one casino does not necessarily guarantee protection across all associated platforms. 

To proceed further, could you please confirm whether you specifically requested a self-exclusion from Winshark Casino? 

Additionally, could you please advise on the timeline of the events? When did you last deposit funds into your Winshark Casino account?

Do you currently still have access to your account?

I look forward to your reply. 

Best regards, 

Attila

Hello

thanks for reviewing this.

No I did not specifically request self exclusion however when they advised and declined my cash back with duplicate account it was at this stage Monday 23 Feb I asked them was the duplicate account relating to the fact I had account with Hugo who operated on the same licence number. Then on this day 23 Feb I received email saying my account was closed as I had gambling problem.

I had deposited my last deposit in 23 Feb however their T&Cs stated an account becomes inactive after 12 months

prior to my deposits in February 2025 it was well over 12 months previously since I used the account so it should of been inactive.

they refuse to share details on duplicate accounts but I can assure you it was the same account as my details were saved on my phone.

if my account was inactive as they state on T&Cs and I know it wasn’t used in long period was because when I stopped gambling I put self exclusion in place in 2024

Dear Yerwoman26, thank you for your response.

We’re sorry, but we are unable to assist you with your request. Due to the amount of time that has passed since the incident you described—more than six months ago—we are no longer able to investigate the matter effectively. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period. 

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Attila